“I just love to fly”
exclaimed Roxie our flight attendant on Delta 5482 from Atlanta to NW Arkansas Regional Airport. “Can
you believe they pay me to do this continued Roxie?” We were greeted warmly as we entered the plane
but we began to notice a difference as Roxie helped everyone get seated and
came back to instruct those of us in the Exit Rows. Roxie went way beyond the FAA mandated eye
contact and verbal response that is now required. “I really appreciate you all
helping me out” stated Roxie in her warmest southern tone. “Now please look
carefully at the instructions and let me know if you have any questions. And
thanks again for helping us out today.” Instead of the few lucky passengers
with extra leg room we now felt as thought we were officially Roxie’s deputies
empowered to assist in an emergency!
As the safety announcements
for the small jet began we saw more of the same. Roxie stopped the normal
script at the seat belt instruction and told us she would be watching closely
to make sure we not only fastened our seat belt but that we also pulled it snug
and kept it low. She then provided extra instruction on the use of the oxygen
masks that would deploy in the event of an emergency. It was amazing how much Roxie
had boosted our experience with extra instruction and an obvious extra large
dose of TLC!
As Roxie began the typical
refreshment service the TLC continued. Although our flight was only an hour and
a half, Roxie was up and down the aisle several times refilling everybody’s
soda and making sure whoever was hungry got a snack. When we stopped Roxie to
tell her what a great job she was doing, she could only exclaim how lucky she
was to be flying with Delta! Our guess is that Roxie is a very young mid
sixties and she told us she had just started her new career! Her TLC affected
everyone in the airplane. As we left the plane there were a number of us who
stopped to say a special thanks to Roxie and got a sincere hug in return!
Roxie’s attitude, warmth and
commitment were inspirational! She is a true professional and she touched all
of the passengers with her special brand of TLC! She made our experience an
exceptional one that we will remember warmly for a long time. We are on Delta again
today but without Roxie and the flight attendant just doesn’t get it. We are
back to feeling like passengers rather than the special people Roxie flew with!
Our experience today will not be memorable unless you like bad memories!
How many “Roxie’s” do you have
in your organization who deliver a great experience to your customers every
time with their special brand of TLC? Or are your customers suffering through their
experience with one of your employees who clearly is there just because “it’s a
job”?
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